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Advanced troubleshooting for Microsoft Outlook calendar syncing

Resolve issues when syncing with Microsoft Outlook

If you're having trouble syncing a Microsoft Outlook calendar with Acuity, use this guide to troubleshoot issues. Before going through the steps in this guide, follow the troubleshooting steps in Troubleshooting calendar syncing.

Limitations of syncing with Outlook

If you're having trouble syncing appointments, it could be related to an unsupported Outlook configuration. The integration with Outlook doesn't support:

  • Syncing with Exchange public folders.
  • Hiding the titles of only private Outlook events. You can opt to hide the titles of all synced events from other users. Also, Acuity doesn’t sync Outlook event descriptions, so private details in event descriptions won’t appear in Acuity.
  • Two-way syncs between Acuity and some specific configurations of Office 365 and Exchange.
  • Non-web-based versions of Outlook for Mac. Outlook for Mac can only sync if it’s connected to Office 365 or Exchange.
  • Two-way syncs between Acuity and Office 365 plans without an online calendar. Office 365 users without an online calendar can use a one-way subscription.

Step 1 - Check your Outlook version

Start by checking which version of Outlook you’re using. After you know your version, verify you’re using the matching Acuity syncing option.

First, check if you can log in at either of the following links:

  • If you can log in at this link, you're using Outlook.com.
  • If you can log in at this link, you're using Office 365.

If you log into your email inbox through a browser, but can’t log in at either of those links, ask your email provider or IT department if you’re using Microsoft Exchange.

If none of those apply, you likely aren't using web-based Outlook and can only set up a one-way subscription.

Step 2 - Confirm your Outlook email address and password

If you’ve identified your version of Outlook, but your sync still isn’t working, verify the Outlook email address and password you’re trying to use.

If you can’t log in, contact Microsoft support for help recovering your email address or resetting your password.

Step 3 - If you need more support

If you can log in, but the sync still isn’t working, contact us with the following information in your message:

  • Whether the problem is an Acuity appointment not syncing to Outlook or an Outlook event not syncing into Acuity.
  • A screenshot of the event that isn’t syncing. If it’s an Outlook event, please include any visible calendar settings in the screenshot.
  • The date and time of the event that isn't syncing, if it's not visible in the screenshot.
  • The names of all calendars involved.
  • Whether you're viewing your calendar through a mobile app, a desktop application, or an internet browser (like Chrome or Safari).
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